Title page for ETD etd-042799-135429

Type of Document Dissertation
Author Lee, Soo Bum
URN etd-042799-135429
Title An Investigation of Factors Affecting the Quality of the Relationship between Franchisee and Franchisor and its Impact on Franchisee's Performance, Satisfaction, and Commitment: A Study of the Restaurant Franchise System
Degree PhD
Department Hospitality and Tourism Management
Advisory Committee
Advisor Name Title
Khan, Mahmood A. Committee Chair
Harvey, Robert J. Committee Member
Huo, Yang-Hwae Committee Member
Murrmann, Suzanne K. Committee Member
Weaver, Pamela A. Committee Member
  • Franchising
  • Foodservice Industry
  • Structural Equations Modeling
  • Quality Relationship
  • Franchisee
  • Franchisor
Date of Defense 1999-04-23
Availability unrestricted
The growth of franchising has been an important trend in the hospitality industry, since it was introduced into the restaurant sector by Howard Johnsons in the 1930s. In recent years, because of intense competition quick service restaurants have experienced significant external and internal pressures. Such pressures have caused disputes and abuses of the system and have affected external suppliers, customers, and suppliers, as well as franchisees within the franchise system. Because the franchisor-franchisee relationship has yet to be fully explored, knowledge of the factors that produce a high-quality relationship between franchisor and franchisee are critical to the advancement of knowledge in the hospitality industry.

Leader-Member Exchange (LMX) theory is offered of an effective theoretical model of antecedents that can predict the effectiveness the franchisor-franchisee relationship. This study presents a model based on a subset of the Leader-Member Exchange theory.

Using the survey responses of franchisees in the restaurant industry, this study identifies the key factor that affect the franchisee's commitment, the franchisee's satisfaction with purchasing or operating franchise outlets, the effects of the franchisor's brand name on the quality of the relationship, the franchisee's perception of the franchisor's support, the franchisee's motivation to become a franchisee, and the franchisee's performance.

The results of this study generally support the hypothesized model and provide strong support for the idea that the quality of the relationship between franchisee and franchisor plays a role in ensuring that the contractual relationship will lead to franchisee job satisfaction and financial success for both. The proposed model provides franchisors with valuable information for establishing an effective management strategy to improve the relationship between franchisor and franchisee and thus improve the rate of success of both franchisor and franchisee. Similarly, the model can assist both the franchisor and franchisee in understanding their policies in strategic terms and in integrating their different activities to provide the firm with the quality relationship required for maintaining advantage.

  Filename       Size       Approximate Download Time (Hours:Minutes:Seconds) 
 28.8 Modem   56K Modem   ISDN (64 Kb)   ISDN (128 Kb)   Higher-speed Access 
  APPENDIXA.PDF 742.21 Kb 00:03:26 00:01:46 00:01:32 00:00:46 00:00:03
  APPENDIXB.PDF 108.76 Kb 00:00:30 00:00:15 00:00:13 00:00:06 < 00:00:01
  APPENDIXC.PDF 21.94 Kb 00:00:06 00:00:03 00:00:02 00:00:01 < 00:00:01
  dissertation.pdf 595.88 Kb 00:02:45 00:01:25 00:01:14 00:00:37 00:00:03
  title.pdf 21.30 Kb 00:00:05 00:00:03 00:00:02 00:00:01 < 00:00:01
  VITA.PDF 6.80 Kb 00:00:01 < 00:00:01 < 00:00:01 < 00:00:01 < 00:00:01

Browse All Available ETDs by ( Author | Department )

dla home
etds imagebase journals news ereserve special collections
virgnia tech home contact dla university libraries

If you have questions or technical problems, please Contact DLA.